HOTEL MANAGEMENT

1. ADMINISTRATIVE & CONTROL FUNCTION OF HOUSEKEEPING:
This department is responsible for the cleanliness, maintainance & the aesthetic
standard of the hotel.
Executive housekeeper: He is the head of housekeeping & is responsible for
translating hotel policies ,procedure& standards into housekeeping operations.
 Adept at managing administrative activities involving purchase of
equipments, maintenance of procurement, housekeeping, safety, security,
employee induction etc.
 Planning and preparing monthly reports pertaining to finance required for
maintaining office infrastructure and facilities.
 Budgeting and cost control measures, Monitoring Budget vis a vis variance.
 assisting the department in project management, cost optimization and
implementing business expansion plans.
 Contracts management.
 Cost control and ensuring timely implementation of the project.
 Managing repair, maintenance & replacement of office equipments,
appliances, furniture, furnishings, vehicles, building, etc.,
 Purchasing, Implementation and operations of Security and Surveillance
 Vendor management- Oversee acquisition, installation and commissioning of
equipments that are required for the facility – IT Systems, air conditioning
etc.
 Processes, Documentation, Business Control checks, audits etc.

2.  Monitor all Statutory Compliance areas.
 Asset Management of all Site operations assets across multiple locations.
 Event Management, organizing meetings, conferences, making travel
arrangements and hotel reservations for guests & foreign delegates.
 Liasioning and coordinating with various departments within the corporate
office and all branch offices.
 Active participation in the Leadership Team for Strategic Business Planning,
implementation, client interaction etc.
 Upkeep of office administrative facilities and ensure availability of daily
miscellaneous requirements to provide harmonious work culture to
employees.
 Acting as info-hub for providing administration related information and
supervising administrative activities like general admin, verification of
stationery stock, petty cash, courier, florist, pest control, housekeeping, etc.
 Specialization in handling back office operations, inter-office
correspondence, confidential mails, quotations, monthly billing, cheques,
etc.
 Arranging for relocation of employees from different parts of India which
includes arrangement for their home and family related needs such as school
admission, transportation and taking care of their household requirements.
 Arranging accommodation for onsite employees by co-ordination with
various branch offices and to continuously improve the quality of services
by visiting and studying the overseas location.

3. ADMINISTRATIVE FUNCTION OF HOUSEKEEPING: Planning, organising
& supervising of housekeeping department. When planning the housekeeping
department various stages have to be considered for planning out the work, the
time that may be allowed, the staff required for a particular job, the cleaning
equipment & agents required,etc.
1) Physical survey
2) The specifications
3) Time allowed
4) Labour requirement
5) Work schedule
6) Work allocation
7) Master schedule
8) Control of standards
DUTY ROTAS: Good management of any organisation depends on a balance
between managing work & staff. If too much emphasis is put on the work, the staff
will be dissatisfied & the work will inturn suffer. Similarly, if staff relations are
emphasised too much the quality of work will suffer.
Managing staff has 3 aspects:
a) Organising work for people: Distribition of work through rotas. Arranging
physical resources- equipment,etc
b) Organising people for work: Manpower planning, recruitment & selection,
training, etc.

4. c) Motivation : Wages & salaries, bonus system & other benefits, discipline &
conselling, etc.
STAFF SCHEDULING:
Ensuring that you staff correctly is essential for any manager. If too many
employees are scheduled then this is waste and costing standards are jeopardised.
The following factors are considerations that an executive housekeeper needs to
consider when preparing a week's rota.
● Room occupancy
● Labour budget available
● Type of room to be cleaned
● Stay-over or check-out
● Customer profile
● Employee holidays
● Turndown service
● Check-in time/check-out time
● Special requests
● Skill level of employees
● Public areas and frequency of cleaning
● Supervision
● Special events taking place in hotel
CONTROL FUNCTION OF HOUSEKEEPING: - HK CONTROL DESK -The
housekeeping desk is the nerve centre of housekeeping department & its efficiency
determines the smooth operation of the department. It is the main link for the
information & communication between the various areas of the department as well

5. as for cordination with other departments. The desk has to be manned 24 hours;
otherwise the entire link of communication would stop.
REGISTERS MAINTAINED AT THE DESK:
1) Staff placement book
2) Emergency cupboard register
3) Damagad or missing article register
4) Lost & found register
5) Maintenance job order register
6) Key register
7) Guest service/ call register
8) Occupancy book
9) Indent book
10) Purchase order book
Key control: It is a method of tracking keys that have been issued. Floor master
key & housekeeper master keys are to be controlled on a master key control
register. To practice effective key contol, personnel who issue floor master keys
should log the following information:
 Enter the issuing date

6.  Enter the floor number for which the key is intended
 Enter the key identification number
 Ask for the person receving the key
 Check the master sheet at the end of the shift to see that all the keys have
been returned.If the key is missing, locate thre individual who signed out or
the missing key.
HANDLING GUEST COMPLAINTS: A guest complaint can come verbally,
through suggestion/ comment cards are kept in the room or by feedback to the
front office. Once the complaint is received the executive housekeeper has to take
immediate action.
 If the guest is in the hotel, the executive housekeeper shall meet the guest,
show concern over the problem & apoligise on behalf of the management.
 If the job to be attended to require time, which can inconvenience the guest,
he/she should assist the guest to change rooms by taking help from the front
office.
 If the complaint is due to oversight on the part of the staff members he/she
should call the persons concerned & counsel them on preventing future
occurrences.
 The executive housekeeper should follow the complaint through with other
staff members in a group meeting & alert them on causes leading to the
guest dissatisfaction.

7.  If guests are being unreasonable, he/she should listen to the guest with
utmost courtesy & report the matter to the front office manager & the
general manager.
 The executive housekeeper has to carry out an appropriate analysis of the
complaints every month & after a discussion with the general manager &
senior staff of the department, embark a correction process.